WAR AND PEACE Nancy Radcliff, Director, The Bronson Experience

I have no relevant financial relationships or conflicts of interest to disclose. Disclosure

Teamwork

Review the history of working in a healthcare environment in regards to culture and hierarchy Review the impact of negative customer service with internal customers Review the steps to increasing positive Teamwork within a department, division, case or company Be able to list three behaviors you can/will personally work on to improve your relationships Objectives

History What’s it feel like to be on a dysfunctional team? What are the steps towards a great team? What can I do?

Offensive History

Offensive Shows ignorance History

“The majority of children affected with hydrocephalus die during infancy or quite young, and those who live are defective in intelligence, and terminate their lives in a lunatic asylum.” A Manual of Nursing, Lawrence Humphry MD, 1901

Offensive Shows ignorance Shows how far we have come History

“At no time is a nurse expected to offer an opinion unasked about the facts which she has observed.” A Manual of Nursing, Lawrence Humphry MD, 1901

Men – Doctors Administrators – Men Head nurse on floor Healthcare Teams

Dr Richard Cabot, MD

“The shortsightedness of our hospitals in this respect is really marvelous. They will take in the wards a baby whose digestion is upset, give it free treatment, which costs the hospital twenty dollars, send it out again without any inquiry into the way the mother feeds it or the air it breathes or the clothes it wears. A month later the baby is back again, as sick as before, and from just the same causes. The hospital takes it again, spends another twenty dollars in getting it well, and so on. I followed up a case like this recently, and found that the mother was grossly ignorant of the first principles of feeding and caring for a baby, though perfectlly capable of being taught. Even in terms of dollars and cents, the hospital is losing by its blindness to backgrounds. The same ailments in the same patients are treated again and again, with a wisdom equal to that of the sage who dippped up water with a sieve.” Social Service and The Art of Healing, Richard Cabot MD, 1909

“In my opinion, medical and social workers must act together as a team, if they are to serve the public efficiently. But this they cannot do till they recognize and the public recognizes their affinity.” Social Service and The Art of Healing, Richard Cabot MD, 1909

Members feel devalued Members stop trying Members become negative Members negatively influence others Members are less safe Members experience fatigue Members miss work more often On a dysfunctional team…

Connected Teams Parallel Teams Disconnected Teams Team Assessment

DisconnectedParallelConnected Where would you rate your team most of the time?

Personal Accountability Take care of yourself Be accountable – do what you agreed to do Be aware of your actions and feelings Be fully present Admit your mistakes Show empathy Use your knowledge and skills Be flexible and open minded Take pride in your work Challenge yourself to improve Be a continuous learner High Performing Teams Relationships Treat team members as valued partners Be respectful, direct, truthful Ask for what you need Be open to give and receive feedback Trust and assume good intentions Talk with, not about, team members Show support to others Offer help Use communication tools and strategies with team members Share your knowledge Learn from each other Welcome and include new team members Hold each other accountable Agree to and keep commitments Teamwork Commit to team goals and vision Define clear roles and responsibilities Share a common understanding of the situation or process Identify what success will look like Use data to make decisions Use resources wisely Build trust and confidence Work together to get the job done Anticipate the needs of team members Actively share information Give constructive, timely feedback Manage conflict skillfully Recognize and celebrate success

I accept full responsibility and accountability for my practiceYes No Sometimes I am reliable – I follow through and do what I say I’ll doYes No Sometimes I have a positive mindset, and I take initiative to get things done Yes No Sometimes I refrain from nonproductive complaining; if I have a legitimate complaint, I actively seek solutions Yes No Sometimes I speak directly and respectfully with anyone with whom I have a problem or conflict Yes No Sometimes I do not allow conflicts to interfere with workYes No Sometimes I listen and want to understand other peoples’ perspectivesYes No Sometimes I ask for help and I offer helpYes No Sometimes I actively participate in team huddles and support my colleagues Yes No Sometimes I speak to others with a positive tone and affect, consistently conveying respect and positive regard to all Yes No Sometimes I take responsibility for my own learning and development, and I also encourage and support my colleagues’ growth Yes No Sometimes Self Assessment See Me As A Person, Mary Koloroutis and Michael Trout, 2012

“Teams are healed one relationship at a time.” See Me As a Person, Mary Koloroutis & Michael Trout, 2012

Self accountability drives me to specific improvements

Thank you! bronsonhealth.com